2U HQ - Lanham Office

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Account Manager

Account Manager

ID 
2017-4440
Job Locations 
US-MD-Lanham
Category 
Faculty Support

More information about this job

What We're Looking For

Faculty Support empowers faculty and school leadership to create and implement an engaging online learning environment that delivers transformative student outcomes.  We offer an end-to-end faculty experience providing new program launch guidance, detailed training, and relationship management throughout the lifecycle of a program.

 

On the Faculty Support team, the Account Manager is the liaison between 2U and faculty members, owning the relationship and ensuring its success.  You’ll enhance the faculty experience by providing exceptional and comprehensive white-glove customer service.  You’re solution-oriented, regularly challenging the status quo, while expeditiously seeing all faculty issues through to resolution.

 

You’re incredibly organized, technically savvy, and comfortable with online technologies, especially Adobe Connect (or another video sharing platform).  In addition to working closely with your teammates on the Faculty Support team, you’ll also work closely with leadership and staff on the Post Enrollment Services team including Customer Support Operations, Technical Support, and others.

 

Note: the ability to work days, evenings, or weekends depending on the business need is required.

 

Responsibilities Include, But Are Not Limited To

  • Liaising between faculty members and internal teams at 2U
  • Advising the business on the faculty experience, organization, operations, and key personnel
  • Creating, developing, and maintaining account plans for faculty relationship management and the growth of 2U services
  • Proactively checking ­in with faculty in designated programs as well as managing faculty issues and complaints
  • Translating program priorities into actionable themes that will inform faculty training and support interactions
  • In partnership with other 2U functions, hosting calls with faculty/university contacts to review performance, manage expectations, and track deliverables across all university programs
  • Working with university partners to evaluate end of term survey scores, and develop action plans as necessary to achieve/sustain an appropriate satisfaction level
  • Partnering with training team to ensure faculty members are appropriately trained and understand how to use the 2U platform
  • Setting up technical accounts and permissions for faculty within assigned programs
  • Monitoring faculty issues/complaints originating from Universities, and working with appropriate cross-functional teams in communicating and resolving these issues
  • Collaborating with teams cross-functionally to proactively engage in appropriate dialog to ensure document and/or authorization changes impacting operating results are managed to mutual benefit to 2U and the university program
  • Traveling occasionally to programs’ sites

Things That Should Be in Your Background

  • Bachelor’s degree required
  • Demonstrated success in previous account management/client services experience required
  • Minimum 3 years’ experience working in a service-oriented, customer support, technical support or related field
  • Prior experience providing service in a collegiate, university or online environment a strong plus
  • Advanced computer skills, including current Microsoft & Apple OS, Microsoft Office, Chrome, Firefox, Safari, IE, Google Applications
  • Excellent verbal and written communication skills with the ability to communicate in a courteous, tactful, and concise manner
  • Organizational skills with exceptional attention to detail and a high sense of urgency
  • Ability to work quickly and accurately; must be able to multitask in high-intensity situations

Other Attributes That Will Help You in This Role

 

  • Excellent customer service focus; commitment to faculty and student satisfaction and success
  • Ability to work and contribute in a team environment
  • Eagerness for professional development and continual improvement of the 2U vision
  • Enthusiasm and the ability to thrive in an atmosphere of constant change

 

About 2U Inc. (NASDAQ: TWOU)

2U partners with great colleges and universities to build what we believe is the world’s best digital education. Our platform provides a comprehensive fusion of technology, services and data architecture to transform high-quality and rigorous campus-based universities into the best digital versions of themselves. 2U's No Back Row® approach allows qualified students and working professionals around the world to experience a first-rate university education and successful outcomes. To learn more, visit 2U.com.

 

2U Diversity and Inclusion Statement

At 2U, we are committed to creating and sustaining a culture that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities of our employees. We strive to offer a workplace where every employee feels empowered by the ways in which we are different, as well as the ways in which we are the same.

 

Why It’s Great to Work at 2U

2U offers a high-energy work environment that’s both challenging and fun. We work hard, but our offices are casual and social places. We wear jeans to work and fuel brainstorming sessions with snacks and seltzer.

 

Benefits

2U offers a comprehensive benefits package:

  • Medical, dental, and vision coverage
  • Life insurance, disability and 401(k)
  • Unlimited snacks and drinks
  • Generous paid leave policies including a PTO allowance for your vacation, personal, or sick days
  • Additional time off benefits include:
    • time off to volunteer for non-profit organizations
    • parental leave after 12 months of employment
    • holidays that include a winter break from Christmas through New Year and more!
  • Tuition reimbursement program

Note: The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

 

2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits, pay and dismissal.